Cash App is the fastest growing financial brand in the world. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic app with over 24 million monthly active users. We are bringing a better way to send, spend, invest, and save to anyone who has ever sought an alternative to the traditional banking system.

Loved by customers and pop culture, we’ve consistently held the top spot for finance in the App Store for many years, seeing more engagement with millions of followers across social media in a day than most brands see in a year. We are building an ecosystem to redefine the world’s relationship with money by making it universally accessible.
 

The Customer Knowledge team was founded on the idea that education, collaboration, and an effortless change management experience helps our Customer Advocates and Customers thrive. In this role, you’ll execute on this vision by project managing Customer Operation’s core product, systems and operational initiatives.

Our ideal candidate is an experienced Technical project manager with demonstrated success leading cross-functional teams in a Customer Operations environment where partnership across Product, Engineering, and Operations are critical to success. You will be expected to collaborate effectively with key stakeholders to ensure the execution of our strategic initiatives through project management best practices and communication. 

You will:

• Project manage key operational initiatives for Cash Customer Operations and Integration Services

• Partner with Engineering, Business Systems, Product Managers, Knowledge Operations, Voice of the Customer, Workforce Management, Learning and Development, Marketing and Operations teams across key projects

• Lead and participate in cross-functional projects, facilitating stakeholder buy-in as well as reporting against crucial milestones.

• Lead Analysis, planning, developing requirements documents, building functional models, developing procedures, and other related management and technical duties  

• Influence process improvements, best-practice sharing, and standardization across the Customer Operations Launch organization

• Develop robust project execution plans, status updates, and success metrics

• Organize pre and post mortems for major launches and present key lessons learned and recommendations to senior management 

• Thrive in an ambiguous environment where you are encouraged to take risks and build a process that will enable seamless execution of change management initiatives

This position is based in Philadelphia, Portland, or St Louis and will require some travel.

• Bachelor’s degree in engineering, computer science or related field, or equivalent work experience

• Minimum 3 years project management experience in the IT field, including development work and interactions with customers

• 3+ years experience managing complicated, multi-disciplinary projects.

• Experience in business process mapping or operational redesign / improvement  

• Full understanding of software development lifecycle best practices; experience guiding a project from initial kickoff through close

• Familiarity with agile methodologies and change, risk, and client management.

• Current PMP Certification

• Leadership experience and teaming abilities. The ability to work cross-functionally with product managers, operations leaders, customer advocates, engineers, marketing, analysts, and content specialists.

• Familiarity with project management concerning regulatory compliance and information security

• Familiarity with Project Tracking Tools & Systems - i.e. Jira, Asana, Smartsheet, etc

Preferred:

• Project management of at least two XaaS implementations

• Project management of a system integration project of 2 or more systems

• Experience working with regulatory requests

• Knowledge of data analytics technologies and principles

• Knowledge of information security technologies and risk mitigation measures

• Expertise concerning regulations around PII/PCI/TRI/GDPR